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Genesys Cloud CX is a CTI tool designed for contact center operations, previously resembling Cisco and allowing for softphone technology so you can call customers. I had a call center and also digital shops to connect, and Genesys Cloud CX provided me the opportunity for an omnichannel approach and strategies for contacting and navigating with users.

For instance, when a user was connected to our web page, we received notifications because they were identified as a lead, and we had the information displayed in our CRM, Salesforce, showing that they were currently active on our web page. This prompted us to call them via Genesys Cloud CX, and it included chat and video calls with screen sharing capabilities.

As the product director in the company utilizing this tool, we made Genesys Cloud CX the owner of communication within our customer domain, covering all aspects of customer interaction, except for marketing automation still managed through Salesforce. Everything related to contacting the customer was managed with this tool. The agents speaking with customers, as well as managers and PMs using campaigns, benefited significantly from this tool, providing standardized processes through functionalities like scripters for call centers.

It was a two-way platform for gathering information since we could highlight details for agents to communicate while also automatically collecting information via an AI chatbot listening to conversations and making notes for the CRM regarding discussions. Although Genesys Cloud CX is one of the more expensive tools on the market, its integration with AWS and a native connection with Salesforce justified its costs.

When I referred to flexibility with interactions, I specifically meant predictive routing and the ability to switch between queues. This feature is essential, as many software options propose call direction through an IVR, but Genesys Cloud CX allows us to create dedicated services to gather information from diverse environments.

We could utilize the fact that an agent could view the customer's engagement on our web page, and we also obtained data from the CRM to further support our interaction strategy, even applying skills to agents in terms of language or specific product knowledge. For instance, when we sold cars, we identified agents with expertise in brands like Renault or Ferrari. If a prospect calling in has a particular need, predictive AI routes the call to the most suited agent.

This connects to predictive solutions since it is essential to differentiate machine learning from AI. In my view, the IVR involved more machine learning, analyzing the effectiveness of its guidance and directing interactions as needed. The longer the IVR learns, the more effective it becomes by evaluating agent availability and directing calls to agents based on their skill levels, known in Genesys Cloud CX as the bull's eye approach, to ensure calls reach the most capable agents.

Regarding scripters, I should clarify that Genesys Cloud CX dashboards provide real-time data, showing call counts, satisfaction levels, and pending interactions in the queue. Agents can see their workload and know when to take breaks, with managers benefiting from comprehensive team management. We also created dashboards tailored for point-of-sale locations managed by Genesys Cloud CX, and overall, we have been very satisfied. However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler.

My overall experience with Genesys Cloud CX has been positive but should be seen in perspective, as nothing is purely black or white; there are shades of gray. While the metrics and system capabilities reflected success, our goal in implementing Genesys Cloud CX was to standardize processes. Thus, we faced challenges related to change management due to the tool's complexity. It required extensive training, especially for predictive elements, because it is a business-class tool not suited for everyone and often demands several months of training.

I have over two years of experience in the relevant field.

Genesys Cloud CX is indeed scalable, yet it requires pre-existing infrastructure preparedness. We achieved notable success implementing Genesys Cloud CX during COVID when home offices were necessary, leading to improved KPIs in customer satisfaction. We decided to extend the solution to points of sale, but encountered hardware limitations. Implementing Genesys Cloud CX and Salesforce necessitated updating our laptops to meet system requirements for optimal performance, confirming that while scalable, it involves considerations beyond just the software.

I did not work directly with Genesys Cloud CX support, as we relied on an integration partner for bug fixes and technical issues. Around 95% of bugs were handled at integrator level, and we faced challenges when issues were escalated to Genesys Cloud CX, as we were a smaller company with limited influence. Often, we encountered difficulties in receiving prompt responses, especially when highlighting desired functionalities between Salesforce and Genesys Cloud CX for future releases.

I cannot recall the name of the older tool we used, but it is important to note that we benchmarked the market before implementing Genesys Cloud CX. Major competitors included Zendesk along with other significant brands, and we opted for Genesys Cloud CX because of its versatility and capabilities as a toolbox, allowing us to tailor it to our needs.

I want to share that, although I cannot disclose specific documents, we spent approximately €200,000, converted from Zloty, on developing Genesys Cloud CX. Previously, we used a very outdated calling system from the nineties and established metrics with Power BI regarding flow management and qualitative KPIs. After implementing Genesys Cloud CX, we achieved a 97% call response rate compared to 80% with our previous self-service software. We also conducted customer surveys to assess perceived improvements in their call center experience, which rose from three stars to 4.2.

There are prerequisites that need to be fulfilled. If these requirements are met, Genesys Cloud CX is straightforward to implement, particularly when seeing it as a SaaS offering and purchasing numbers directly. However, for a larger business like ours, which had over two hundred unique phone numbers for different traffic sources, migrating numbers to Genesys Cloud CX involved complexities and could take up to sixty days, along with increased communication costs. I would rate this product a 9 out of 10.

The usual use cases for Genesys Cloud CX that I mostly work with involve a contact center application. We use telephony, voice channels, WhatsApp channels, and all these services. Our client is a healthcare system that provides healthcare systems and has partners around the world, including doctors. When they are operating or working on anything, they need to have some consultant call Philips so that they can operate the healthcare systems provided by Philips. Based on the SLA requirement between Philips and the hospital, they considered Genesys Cloud CX as the best choice out of all the contact centers they have.

The features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support. We don't need to configure anything because by default, it will provide support for voice, text, SMS, emails, and all these services. The important thing is we don't need to manage any infrastructure. We have the option to have a private contact center, but most of the infrastructure is managed by Genesys itself. We just need to buy their service and use their licenses to access those particular services.

Improvements in Genesys Cloud CX, from my perspective as our client is a healthcare system with an SLA with their partners, are necessary since we faced an outage due to AWS. Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys. We need to rely on a third-party system such as Microsoft or carriers during outages. They need to expand their cloud providers and consider different solutions so that if there's any outage, it doesn't happen in all regions. They might configure a secondary region as a backup, which could help. I am not exactly sure how they resolve that particular issue, but we faced this issue recently.

Currently, the AI-driven tools in Genesys Cloud CX have not helped us in personalizing customer engagement. I know Genesys provides some services with Genesys Cloud AI, but we have never used that. However, we use bot flows, especially the Digital Bot flow that they have changed to, to automate customer engagement. We use it to send automated emails in response to common questions we receive from customers, based on pre-built responses in the system.

I have been working with Genesys Cloud CX for the past three years.

The stability and reliability of Genesys Cloud CX are good, as it can handle multiple agents, numbering in the hundreds or even thousands, located in different parts of the world. However, for the HIPAA instance where we use Genesys as a carrier, we face multiple issues. In that instance, calls are not consistent. When making outbound calls from the US to Europe, there are restrictions. We need to reach out to the Genesys team for assistance, but their response is often delayed, which impacts our business operations. If we want a dedicated team, it would require an extra payment, but our company has decided against that. The common support team we have is slow to respond, taking two to three days or even a week. They are knowledgeable and provide details, but the time taken to reach back to us through the multiple teams involved is cumbersome.

I find Genesys Cloud CX scalable because we do not manage the scalability ourselves. By default, it's a web application, and based on the number of agents in our organization, we need to purchase licenses upfront. Genesys handles all the backend configurations. We have not faced any issues such as system slowness or degraded call quality despite handling over 200,000 calls. Everything works well for us so far, with around 2,000 to 3,000 agents working daily.

I would rate the technical support from Genesys Cloud CX a six or seven since we don't have a dedicated team. Recently, we've been experiencing issues, as Genesys Cloud CX is a web application with many underlying components, including the browser or the PC used. Many agents report not receiving alerts or calls consistently—missing two or three calls out of thirty on a given day. This issue is ongoing, and despite raising several incidents with Genesys, the responses we receive often suggest it's a browser, PC, or network issue, while the problem persists.

Positive

Before using Genesys Cloud CX, we used Genesys Engage, which is an older on-premises Genesys solution. Our project is about moving from Genesys Engage to a cloud solution. I think Genesys Engage stopped support last year or the year before, pushing us to change to the cloud, which is why our company made that decision.

I did participate in the initial setup and deployment process of Genesys Cloud CX. I am part of it, but I don't manage most of the things, such as creating and setting up sites or edge servers. We use our own carrier, Orange Business Services, instead of Genesys carrier. I mostly worked on call setups. We have this Architect tool that allows us to do most of the configuration using drag-and-drop boxes, and we don't need to code specifically unless we want to pull a large amount of data. Genesys Cloud CX APIs have some rate limits that pose challenges. Our contact center handles around 200,000 calls per month. We face issues due to rate limits on data pulling, needing a significant amount of time to retrieve large datasets due to those constraints, but Architect is a very good tool for configurations.

You can consider me as a consultant for Genesys Cloud CX. I work as a support engineer, and we support the Genesys Cloud CX application. Our client uses that particular application, and we support our agents who are working on those systems if there are any issues or bugs and they want any configurations.

The impact of real-time dashboards on my decision-making processes is minimal because we don't use them. As a consultant, my task is to create call flows, design call flows, email flows, or bot flows. Supervisors who manage that particular contact center in their area use those dashboards. Their dashboards provide information such as real-time data on how many calls are active, based on which they can decide how many agents to put on queue or off queue.

The unified interface of Genesys Cloud CX impacts agent efficiency in my organization because they recently changed the UI last month or the month before. Currently, agents are getting habituated to the new interface. However, they just changed the user interface, and everything else in the system settings remains the same, including the naming conventions. I don't think that much impact is felt by the agents.

I don't know the specifics about the pricing and licensing of Genesys Cloud CX. I know there are a few licenses available, some of which are costly, and also, Genesys provides some concurrent licenses. However, I don't handle those details directly; my team lead or my architects take care of them.

I have never utilized Predictive Routing in Genesys Cloud CX.

I would rate this product an eight overall.